Knowledge Permalink URL Changes Required - Support and Troubleshooting

Knowledge Permalink URL Changes Required Description  When a 'Copy Permalink' is copied and used in a new tab, we dont see filter navigator on the new tab and page shows only knowledge article.

Cause The 'Copy Permalink' value is hardcoded in system with string 'kb_view' as per below example (link 1) and if we need filter navigator when 'Copy Permalink' is used in a new tab as per below example (link 2) , the system string value need to be modified.

link 1:

https://deloitteusdev.service-now.com/kb_view.do?sysparm_article=KB0026122

link 2:

https://deloitteusdev.service-now.com/ nav_to.do?uri=kb_view.do?sysparm_article=KB0026122

Resolution There are two script includes OOB 1. KBViewModel and 2. KBViewModelSNC called when we access KB articles.

KBViewModel calls KBViewModelSNC where the Copy Permalink link definition is defined. We can customize a new script include and have that called from KBViewModel.

It's not a best practice to update the Script Include provided by OOB : KBViewModelSNC because during upgrades Script Includes get new version and customisations.